Virtual Member Loyalty Advisor

Position Summary

Principle Duties and Responsibilities

• Willingness and ability to exhibit Wellby Core Values every day.
• Works with purpose and is driven to provide the best team member experience.
• Place outgoing calls and/or email communication to follow up with members providing feedback through various channels: surveys, social media posts, online reviews, etc.
• Address member feedback and help resolve member issues with accuracy and efficiency.
• Monitor and maintain a closed-loop feedback process to ensure that all member requests are addressed, and expectations exceeded.
• Document member information and feedback after each interaction.
• Analyze and track outreach feedback themes from members and suggest opportunities for improvement.
• Expand member relationships by suggesting information about other products and services.
• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.
• Maintain a high level of professionalism with members and create a connection with every interaction.
• Impact the organization’s bottom line by problem-solving and creating member-for-life relationships.
• Performs other related duties as assigned.

Knowledge, Skills, and Abilities (KSA)

• Knowledge of Wellby’s organizational functions and general operating policies and procedures.
• Knowledge of secretarial practices and procedures, business English, spelling, and punctuation.
• Knowledge of personal computer, utilizing Microsoft Office Suite and other software’s.
• Skilled in operating computer equipment and general office machines such as personal computers, copiers, projection equipment, audio/video, Microsoft Teams, Zoom Video Communications, and adding machines.
• Ability to communicate clearly and concisely, orally and in writing.
• Ability to efficiently understand and follow oral and written instructions, perform routine duties without close supervision, and establish and maintain effective working relationships with other team members.
• Ability to coordinate several concurrent activities simultaneously.
• Ability to exercise independent judgment.

Supervisory Responsibilities

Complexity & Scope of Work

• The team member will ensure policies, procedures, and programs are consistently administered, aligned with organizational goals, and compliant with professional standards.
• The team member performs routine and generally related tasks without supervisory direction.
• Tasks may occasionally have to be coordinated, integrated, and/or prioritized.
• Courses of action are determined by established procedures and/or the Manager, Retail Contact Center
• The team member’s work is reviewed periodically for accuracy, completion, and compliance with the policies and procedures.
• The team member uses independent judgment in making decisions.

Physical Demands & Work Environment

• The physical demands and work environment characteristics described here represent those that must be met by a team member to successfully perform the essential functions of this position.  Reasonable accommodations may enable individuals with disabilities to perform essential functions.
• To perform this job successfully, the team member is frequently required to remain in a stationary position 50% of the time. Daily movements include sitting, standing, reaching, and grasping; operating computers and other office equipment; moving about the office; and attending possible onsite and offsite meetings. 
• The team member must be able to exchange information, in person, in writing, and via telephone. Some degree of stress results from contact with management and other team members.
• The ability to observe details at close range (within a few feet of the observer).
• Must be able to occasionally lift items weighing up to 25 pounds across the office and load them onto shelves for various needs.
• The noise level in the work environment is usually moderate.
• Work involves the typical risks and discomforts associated with an office environment but is usually in an adequately cooled, heated, lighted, and ventilated area.

Minimum Qualifications

• High School Diploma or equivalent required.
• Associate’s degree in a related field preferred
• Minimum one (1) to three (3) years in the financial industry
• Experience in member/customer service operations to include understanding of effective member/customer service philosophy.
• Experience with Customer Relationship Management (CRM) systems and practices.
• Experience in responding effectively to highly sensitive, complex and/or urgent member/customer requests.
• Experience in managing multiple priorities independently and/or in a team environment to achieve goals.
• Experience in proactively establishing and maintaining positive relationships with members and team members.
• Experience developing insightful commentary for senior leadership preferred.
• Experience developing informative presentations for leadership preferred.
• Demonstrated effectiveness in conflict resolution and de-escalation techniques when addressing member complaints/sensitive member issues.
• Proactive problem solver; identifies efficiencies, problem areas, and/or potential improvements supporting key strategic objectives.
• Bondable

For All Candidates

Wellby is an equal opportunity and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, veteran status or any other legally protected characteristic. If you'd like more information about your EEO rights as an applicant under the law, please contact Human Resources.

Wellby provides equal opportunity to qualified individuals with disabilities and disabled veterans. If you need a reasonable accommodation, please email careers@wellbyfinancial.com or call 281-226-1696 for assistance. 

Disclaimer

The statements herein are intended to describe the general nature and level of work being performed by team members and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.